Why customers think Google knows them better than travel brands

Customers think Google knows them better than any hotel or airline brand and they have a reason to believe it. Despite this study done by Sabre showing customers are ready to share personal information in return for better services, a new study done by a Dublin based company, Boxever, shows exactly the opposite. According to this study, customers are unwilling to share their personal information as they don’t want any brands to have it.

According to Boxever, only 42% of people believe travel brands get the basics right about them and almost three quarters, out of 500 consumers that were studied, believe that Google knows their habits, preferences and interests very well. Consumers think travel brands are falling short in the personalization area. Only millennials were the ones, among all age groups, who were ready to reveal personal information to brands believing they would get a better experience.

Consumers also revealed in the study that they shop online a couple of times a month but 95% say they see the same ads every time blaming poor ad targeting. Surprisingly, retailers are doing better than travel brands, where almost 49% use customers’ data to improve their experience as compared to only 27% of travel brands that do the same. Travelers are yet to see the value of a truly personalized travel experience. They feel bogged down by the options in travel with almost half saying they are overwhelmed and about 95% saying they check multiple websites before booking a trip.

Travelers still prefer email as the primary means of communication with travel brands to receive tailored deals and offers. Mobile and social channels took a huge leap this year as consumers are four and a half times more willing to receive offers via mobile and about four times more willing to receive personalized deals via social media. What are your thoughts on the same? Let us know in the comments section below and subscribe to us on Facebook, Twitter, Google+ and Linkedin.

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— Yatin Mahant

Yatin is an absolutely crazy tech lover. A search engine optimizer by profession, he is always devising new strategies to optimize websites. When not working, he is usually tinkering his phone and computer. He is also a bodybuilding fanatic and makes sure he hits the gym everyday.